Monarchs Online Casino - Delaying the account verification

RESOLVED
THEFUGUZORRO Hungary
posted on August 14, 2014.

Hello!
I registered in june to Monarchs Online Casino, and got a no deposit bonus, which i have wagered, so theoretically I could cashout 150 EURos. But on 28th June started an endless verification process. The Casino objected first my curstomer advice, which was online generated, when i sent them one recieved by mail they accepted it, but found a new problem: I didn't sent a copy of the back of my credit card. I was afraid sending it because of my CVV code, so I hide my code and sent the back of my card too. Another email came, that my signature is not visible, so I made a better photo and sent that too. Every answer from the casino took from 3-4 days to a week, so one and a half months have been passed till the casinos lastly arrived to their "last part of the verication process". I got an email, that a customer service representative should contact me by phone to verify my casino account (?). That was two weeks ago, my lines are open all the day, but they are not calling me. I wrote them emails, i spoke to live chat, i intended to call them but they dotn't have available phone numbers. Please help if you can to finalise this procedure, and to be able to withdraw my winnings from there.
Kind Regards,
Botond
Ref number: 2770505.

Here are the emails:

Hello!

Do you have difficulties on calling me by phone?
I'm waiting for your phonecall more than 10 days now.

Regards




Date: 2014-08-06 23:56 GMT+02:00
Subject: Re: #2770505 required documents for my identity verification
To: Monarchs Online Casino

Hello,

Tomorrow (08.07) beetwen 12-17 CET i would be happy to answer your phonecall, which i'm still waiting from the beginning of this week.

Kind regards

2014-08-01 14:08 GMT+02:00 Monarchs Online Casino :

Dear Botond,

Thank you for the information. Please keep your line open as one of our representative will call you for account verification.

--
Regards,
Maureen Clarke
Finance Team

On Wed, Jul 30, 2014 at 5:24 PM, wrote:
Hello,

I'm in a vacation now, i'll be back in the beginning of the next week. So you can call me from next tuesday at any time beetwen 12-23 CET. My phone numbers are: +36309646437, +36202107321.
Please write me the phone number from which you will make the call, because usually I don't answer promotional phone calls from unknow callers.

Kind regards

2014-07-30 5:28 GMT+02:00 Monarchs Online Casino :

DearBotond,
Thank you for sending your document through.
As part of our process, our customer service representative will contact you to verify your casino account. Please advise convenient time to call.


Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also,you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.
This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.

Best Regards,
Aileen Smith
Finance Team

On Thu, Jul 24, 2014 at 12:48 PM, wrote:
Hello,

the signature is there, but it is a little bit transparent, because I signed it cc. 4 years ago. Anyway I made a new photo of it, and if you wish I can sign it again with a stronger pen next time.

Kind regards


Note: I will use Neteller for my first deposit, if you wish I can send a screenshot of my neteller account too.

2014-07-24 6:01 GMT+02:00 Monarchs Online Casino :

DearBotond,
Thank you for your email. Upon checking were missing your signature at the back of your master card, please affix your signature and send.

Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also,you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.
This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.

Best Regards,
Aileen Smith
Finance Team

On Tue, Jul 22, 2014 at 3:32 AM, wrote:
Hello,

here is the back of my credit card.

You meen in the note that i have to deposit 150 euros to be able to cashout my free play winnings?

Regards

2014-07-22 6:02 GMT+02:00 Monarchs Online Casino:

DearBotond,

Thank you for your email. We have accepted your bank statement for your document for proof of address. We are only missing the back copy of your master card ending in 7492, kindly send a clear colored scanned copy of your master card with your signature.

Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also,you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.

This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.


Best Regards,
Aileen Smith
Finance Team

On Fri, Jul 18, 2014 at 1:15 AM, wrote:
Hello,

Ref number: 2770505.

I received my customer advice from my bank via mail,
now i'm sending it to complete my identity and adress verification.

Kind regards

2014-07-02 3:38 GMT+02:00 Monarchs Online Casino:

DearBotond,

Thank you for sending the documents. Upon checking theRaiffeisen bank statement was online generated and it's not accepted.Kindly send a clear colored scanned copy of your recent Utility bill. We accept electricity, water, residential phone, internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address.


Best Regards,
Aileen Smith
Finance Team

On Fri, Jun 27, 2014 at 7:35 PM, wrote:
Hello,

I'm sending t he requested documents for my verification.
I would like to cashout via neteller, because my debit card can not receive payments, only I can deposit with it.

Kind regards,

posted on August 18, 2014.

Upon checking,your account has been verified.
Kindly make a payout request in your casino account.

THEFUGUZORRO Hungary
posted on August 18, 2014.

Hello!

I can not withdraw my money. At the withdraw section of the cashier I'm offered ecoPayz only. When I enter the 150 euro amount this message appeares:

Corrections Required
• The maximum amount allowed for this payout method is € 100 EUR. Please enter a lesser amount.

If i correct the amount to 100 EUR another error message appares:

The ecoPayz payout method is currently not supported. We apologize for any inconvenience and request you go back and select another method or contact Customer Services to request this payout method over the phone.

So I'm offered only one withdrawal method, which is not supported.
I kindly ask to allow me the NETELLER option for withdrawal. If this is not possible I would be happy with SKRILL Moneybookers or wire transfer options also.

Kind regards
Botond

posted on August 18, 2014.

Kindly try to use deposit option "check courier" and request amount lower than 150

THEFUGUZORRO Hungary
posted on August 18, 2014.

There is no check courier option available for me. I can choose in the cashier only ecoPays payment method, but that is not supported for my withdrawal. Please read again my previous post, i described my issue in detail.

posted on August 18, 2014.

Check should be available as an option in the cashier. Kindly send screenshot so that we can take a look on your concern

THEFUGUZORRO Hungary
posted on August 18, 2014.

Here I'm sending the screenshots,
Kind regards
Botond

posted on August 19, 2014.

Thanks for sending, will check this further and keep you posted. Thanks!

THEFUGUZORRO Hungary
posted on August 19, 2014.

Ok, i'm waiting. Thank you.

AskGamblers
posted on August 23, 2014.

Dear all,
Any update considering this issue? Thank you.

THEFUGUZORRO Hungary
posted on August 23, 2014.

Unfortunatelly not. I'm still waiting for a response from the casino.

posted on August 25, 2014.

Apologies for any delay. We have forwarded the issue to our Finance Team, and they will contact you directly.

THEFUGUZORRO Hungary
posted on August 25, 2014.

Ok, i'm waiting.

posted on August 27, 2014.

Hi THEFUGUZORRO,

Will coordinate with our Finance team and keep you posted. Apologies for any delay.

THEFUGUZORRO Hungary
posted on August 27, 2014.

No problem, I'm patient. I'm waiting.

posted on August 30, 2014.

Our Finance Team is working on a new payment method that you can use through the cashier. Please do bear with us

THEFUGUZORRO Hungary
posted on August 30, 2014.

I'm happy to hear that and I'm waiting the result. Thank you.

posted on September 2, 2014.

Hi THEFUGUZORRO,

Our Finance Team is communicating with our processor regarding your payment schedule. They will contact you directly for updates.

THEFUGUZORRO Hungary
posted on September 3, 2014.

More than two months have passed until now from my registration, but i'm still constantly waiting. Thank you for all your trouble.

posted on September 6, 2014.

Apologies for any delay. Our Finance Team will contact you directly for updates.

THEFUGUZORRO Hungary
posted on September 8, 2014.

Could you please inform me when will this happen approximately? Please avoid using the "soon" term and try to give an exact answer. Thank you and best wishes!

THEFUGUZORRO Hungary
posted on September 10, 2014.

Hello! I finally got a part of my money (118.81 EUR instead of 150). This was because a withdrawal fee of 31,19 EUR which has been deducted from my winnings. I was told this fee has to be payed indifferent what payment method I would have choosen: CheckCourier, Skrill or Neteller. I'm a little dissapointed, but I consider this complaint solved so I kindly ask Askgamblers.com to close it. Thanks for everybody who helped me in this issue. Kind regards, Botond

posted on September 10, 2014.

Great to hear issue is resolved. Again thank you for your understanding and patience. See you soon online!